A few months back I decided to replace my Rockport shoes after close to 8 years of faithful service. Yes, I owned other shoes during that time and while these other shoes had come and gone, my Rockports were still around and the most comfortable. My old Rockports had at least 500,000 miles on them. Granted, most of those miles were on airline flights for business.

My new pair of Rockport shoes were even more comfortable and I looked forward to many years of work, fun and travel. But recently after about 9 months of ownership I noticed some unusual wear that led to a thread sticking out of the side of them signalling an issue that questioned their longevity like my past experiences with the brand.

Luckily, a visit to my local Rockport store proved to solve my issue. Without much fanfare I was given a new pair. No need for a receipt thankfully since that puppy is long gone by now. No long list of questions or need to show my ID. The friendly person behind the counter asked my name, apoligized for the problem and  took care of the issue and giving me a brand spanking new pair of shoes.

This is the way service is meant to be. Thank you Rockport and great jobs empowering your employees and developing policies that deliver world class customer experiences.